lms WEBS Virtual Private Servers Service Level Guarantees

By using the lms WEBS services, you acknowledge that you have read our set of legal documents and agree to be bound by the terms and conditions contained herein as well as all acceptable use policies incorporated by reference.

Service Level Guarantees

SERVICE GUARANTEES

99.9%
Network Uptime GuaranteeThe Service Provider guarantees that the main virtual machine where your VPS is located will be up and running at least 99.9% of the time during your subscription with us. However, we cannot be held responsible for upstream problems outside of our network and areas
where the Service Provider has no direct
influence, such as backbone provider failures, fiber-optic main line
cuts, DNS or Registrar problems with subscribers’ domain names,
routing problems between a client’s location and our data center.
The uptime guarantee is also not applicable if the service
interruption was caused by a natural or unnatural event that is not
directly under the control (or jurisdiction) of the Service Provider. The Service Provider may temporarily deny or terminate the
Service upon client’s failure to pay their charges at due time.

The Service Provider guarantees 99.9% network uptime and server stability for the main virtual machine. This, however,
does not refer to problems stemming from:

a. Server Hardware Breakdown.

b. User error(s) or purposeful interruption(s) (e.g.
if the client shuts his/her own server down, the Service Provider is not
responsible for the downtime).

c. Failures due to software that is not explicitly
supported by the Service Provider. Consequently, if a hardware crash provoked
by the customer happens, the Service Provider has no responsibility for the
resulting downtime.

Network Outages or Unexpected
Downtime is any unplanned or unexpected interruption in the
network availability due to hardware, software, network connectivity
or data center problem, during which a 100% packet loss is
experienced.

Scheduled Downtime is any scheduled
interruption of the services for the purpose of network
software/hardware upgrades, or replacement of any network equipment in
order to be provided better service for the customers. Scheduled
downtimes occur within pre-notified downtime periods, with as many
warnings as possible sent via e-mail or posted in our news section
minimum 24-hour in advance.

SUPPORT RESPONSE GUARANTEE

The Service Provider guarantees 24/7 support available 365 days
per year, for all the pre-installed software on your VPS. Support is available via our online Contact Us form, via email, and the VPS Plan Manager integrated
ticketing system. Each ticket is replied to within no more than 60
minutes after it has been opened.